FAQ

Thank you for visiting Relux. If you have any questions, please see our list of Frequently Asked Questions. If you did not find your answer there, please click on the Contact Us link at the bottom of the page.

Please select your distination and date and move to results. On the results, you may find the "Discount available" option on the left side so check the box and press "Research". You can use your coupons/points on all results shown.

If you cancel your bookings for free according to the ryokans and hotels' cancellation policy,
you will be fully refund at the same time.
But since different credit card companies and banks has different regulations,
it might take 5 days ~ 3 weeks to refund the money back to your card.
For the detailed information, please ask your credit card company or bank.

Friends Invitation Campaign is a campaign that gives ￥5,000 coupon to you and your friend if you invite your friend to Relux. Your friend will get ￥5,000 coupon when he/she signed up. You will get ￥5,000 Relux credit when after your friend used Relux first time and check-out.

2. Online payment: pay online by credit card.
You are going to pay the booking cost in advance so you do not have to pay on-site. Settelment date will be on the day you booked.
*Please follow Ryokan's instructions if there any. Check the Ryokan profile page.

Relux does not charge credit card fees to users.
Because Relux is a Japan-based online booking site, transactions will be settled in JPY.
If your credit card company is not based in Japan, you payment will be concidered as an overseas transaction. If you have any questions regarding the credit card fees, please contact your Credit Card company.

Please check the following.
1. Check if the name is typed in correctly (whether any numbers or special letters are typed in, or if you entered more than 1 space).
For example, if your name is Aa BbCc, Aa and Bb and Cc are 3 characters.
× Aa Bb-Cc （no special letters
× Aa Bb Cc（only 1 space is available
◯ Aa BbCc （correct

2. Check if the credit card is still valid or if it exceeded its limit.

1. Check the [Coupon] box in the [Use coupons or points] section of the reservation page.
2. Type in the code of the coupon you would like to use or select one and click [Apply].
3. After you have clicked [Apply], the amount will be discounted. After that, fill in the remaining necessary information and click [Reserve] and the reservation will be completed.
http://rlx.jp/users/coupon/?lang=en
▲For the terms and conditions of Relux coupons and coupons currently possessed.

1) By PC Website
Please pick a check-in and check-out date from the room types. The cancellation policy description will be in the ‘Booking criteria’ for vacant rooms. Please refer to this for the cancellation policy.
2) By the Phone App
After you have picked a room type, please continue onto the reservation screen. On the very bottom of the reservation form, there will be a description of the ‘cancellation policy’. Please refer to this for the cancellation policy.

・In order to use this service, you will need to login with an au ID. Furthermore, your au ID information, individual corporate classifcation will be sent from KDDI Ltd. to Loco Partners Ltd.

• When registering for this service, your name, e-mail address, date of birth, gender, postal code, address, and telephone number linked to your auID will be displayed on screen for the purpose of assisting the customer. The information displayed can be registered to Loco Partners Ltd with or without editing.

・In order to use this service, you will need to login with an au ID. Furthermore, your au ID information, individual corporate classifcation will be sent from KDDI Ltd. to Loco Partners Ltd.

• When registering for this service, your name, e-mail address, date of birth, gender, postal code, address, and telephone number linked to your auID will be displayed on screen for the purpose of assisting the customer. The information displayed can be registered to Loco Partners Ltd with or without editing.